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Fintech and e-payment methods in tourism and hospitality : examining customers' e-satisfaction, e-loyalty, and e-trust during the travel experienceNoha Ahmed Kamel,
Marwa Youssif, 2026, original scientific article
Abstract: This study aims to examine the impact of electronic payment methods (EPMs) usage on customers’ e-satisfaction and how their e-satisfaction influences their e-loyalty. Additionally, it investigates the moderating role of customers’ e-trust in the relationship between EPMs usage and customers’ e-satisfaction. The population under study is travellers who have prior experience using e-payment methods within tour ism and hospitality transactions in the MENA region (Middle East and North Africa). Data were gathered online from 211 e-payment users using a convenience-based purposive sampling technique. The findings reveal that EPMs usage has a positive and significant impact on customers’ e- satisfaction. Additionally, customers’ e-satisfaction with EPMs has a positive impact on their e-loyalty. Furthermore, the moderating role of e-trust is significant but has a weak effect in the direction of the relationship between EPMs usage and customers’ e-satisfaction. This study provides valuable insights to enrich the existing literature on fintech services and e-payment methods, particularly in the tourism and hospitality industry. It also suggests how finance, tourism, and hospitality businesses can improve customers’ EPM experiences to boost e-satisfaction, e-loyalty, and e-trust.
Keywords: fintech, electronic payment methods (EPMs), e-satisfaction, e-loyalty, e-trust
Published in RUP: 21.07.2026; Views: 202; Downloads: 10
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